LESSON PLANS
HOTEL

CONTENTS

Total Instructional Time
Lesson: Pricing & Revenue Management
Lesson: Group Sales
Lesson: Marketing & Public Relations
Lesson: Customer Service: Front Desk
Lesson: Customer Service: Social Media Feedback
Lesson: Operations: Restaurant & Culinary
Lesson: Operations: Banquets & Meetings
Lesson: Operations: Housekeeping
Lesson: Financial Reports
Lesson: Monitoring Competitors
Lesson: Extra Credit: Hotel Mega Mogul
Lesson: Hotel Mogul - Unique City Per Class

Total Instructional Time

The instructional time for HOTEL ranges from 16 hours (simulation exercises only) to 26 hours (simulation exercises, reading assignments , reading quizzes, and math quizzes). You can configure your course to include or exclude reading assignments (3.3 hours), reading quizzes (1.7 hours) and math quizzes (5 hours). For instructions on how to configure your course, click here to access a series of videos to help you get your classroom up and running with Virtual Business.

Prior to beginning work with HOTEL, students should sign in to their account at vb.KnowledgeMatters.com and go through the Tutorial.

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Lesson: Pricing & Revenue Management

DESCRIPTION

In this lesson, students learn the concepts of pricing and revenue management. Students discover the meaning of and connections among forecasts, occupancy, supply and demand, competitors, and how room rates fluctuate depending on circumstances. After completing this lesson, students will better comprehend the importance of pricing and be able to apply it within the workplace.

LEARNING OBJECTIVES

  • Understand the relationship between forecasts and setting room rates.
  • Comprehend the connection between occupancy and supply and demand.
  • Determine the value of hotels and their different price points.
  • Discover how to apply the best rates depending on the season, day, and circumstances.
  • Apply pricing strategies in different situations.

TIME

Reading: 20 minutes (optional)
 Reading Quiz: 10 minutes (optional)
 Math Quiz: 30 minutes (optional)
 Simulation Exercise: 45 minutes

PROCEDURE

Students sign in to HOTEL at vb.KnowledgeMatters.com.
Students complete the reading assignment (optional).
 Students take the reading quiz (optional).
 Students take the math quiz (optional).
 Students click Run SIM and follow the lesson instructions.
Student progress and grades may be tracked from the Instructor page.
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Lesson: Group Sales

DESCRIPTION

In this lesson, students will be taught the primary aspects and concepts of group sales within the hotel industry. They will learn the roles and responsibilities of the director of sales as well as the importance of relationship building in successful group sales. Students will review the bidding, proposal, and negotiation process of obtaining and retaining groups for maximum and continued hotel profit. The lesson will help students develop a full scope of knowledge about the product, the consumers, and the importance of group sales within a hotel.

LEARNING OBJECTIVES

  • Understand the various types of groups and the importance of catering to specific needs.
  • Distinguish among different group options such as rooms, meeting spaces, banquets, and event venues.
  • Understand the use of bids and proposals while negotiating prices and services.
  • Apply knowledge to simulated group sales situations.

TIME

Reading: 20 minutes (optional)
 Reading Quiz: 10 minutes (optional)
 Math Quiz: 30 minutes (optional)
 Simulation Exercise: 30 minutes

PROCEDURE

Students sign in to HOTEL at vb.KnowledgeMatters.com.
Students complete the reading assignment (optional).
 Students take the reading quiz (optional).
 Students take the math quiz (optional).
 Students click Run SIM and follow the lesson instructions.
Student progress and grades may be tracked from the Instructor page.
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Lesson: Marketing & Public Relations

DESCRIPTION

In this lesson, students will learn hotel marketing and public relations concepts and strategies, including the importance of research analysis in discovering a hotel’s target market. Students will learn to distinguish different hotel types, levels of service, and how each serves a particular consumer. Students will review advertising strategies and the relationship between public relations and marketing. After completing this lesson, students will have greater knowledge of the intensive work the marketing team does to promote a hotel successfully.

LEARNING OBJECTIVES

  • Understand the role of marketing within the hotel industry.
  • Explain how different hotel types attract different consumers.
  • Discuss different elements of marketing segmentation and finding a target market.
  • Give examples of distribution channels and their effects on the target market.
  • Comprehend the importance of public relations in keeping the hotel in good standing with the public.

TIME

Reading: 20 minutes (optional)
 Reading Quiz: 10 minutes (optional)
 Math Quiz: 30 minutes (optional)
 Simulation Exercise: 45 minutes

PROCEDURE

Students sign in to HOTEL at vb.KnowledgeMatters.com.
Students complete the reading assignment (optional).
 Students take the reading quiz (optional).
 Students take the math quiz (optional).
 Students click Run SIM and follow the lesson instructions.
Student progress and grades may be tracked from the Instructor page.
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Lesson: Customer Service: Front Desk

DESCRIPTION

In this lesson, students get an in-depth look into how the front desk department provides exceptional customer service for guests. Students review the volume of guests checking in and out of the hotel at different times and on different days as well as plan front desk staffing for the week. They learn what takes place during the guest service cycle and the importance of guest interaction at all times.  Additionally, they review common conflict scenarios and learn potential resolution strategies, including the need to “walk” a guest if the hotel is overbooked.

LEARNING OBJECTIVES

  • Demonstrate front desk customer staffing and service for a variety of circumstances.
  • Review the importance of using standard procedures to ensure customer satisfaction.
  • Explain each step in the guest service cycle and the importance of guest interaction.
  • Access customer complaints and provide conflict resolution strategies.
  • Understand the importance of customer and employee satisfaction scores.

TIME

Reading: 20 minutes (optional)
 Reading Quiz: 10 minutes (optional)
 Math Quiz: 30 minutes (optional)
 Simulation Exercise: 40 minutes

PROCEDURE

Students sign in to HOTEL at vb.KnowledgeMatters.com.
Students complete the reading assignment (optional).
 Students take the reading quiz (optional).
 Students take the math quiz (optional).
 Students click Run SIM and follow the lesson instructions.
Student progress and grades may be tracked from the Instructor page.
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Lesson: Customer Service: Social Media Feedback

DESCRIPTION

In this lesson, students discover the role social media plays in the hotel industry. They learn how hotel staff must navigate various platforms and maintain the hotel’s image. Students review social media feedback for a fictional hotel and learn how subtle changes in practices can improve customer feedback. After completing this lesson, students will be able to assess various situations and apply crisis management strategies while finding solutions to provide the best customer service.

LEARNING OBJECTIVES

  • Comprehend the role that social media plays in the success or failure of a hotel.
  • Explain how hotels monitor social media and address customer issues in near real time.
  • Use social media feedback to make changes and improve guest satisfaction.
  • Provide examples of factors that influence both customer demand and guest satisfaction.

TIME

Reading: 20 minutes (optional)
 Reading Quiz: 10 minutes (optional)
 Math Quiz: 30 minutes (optional)
 Simulation Exercise: 30 minutes

PROCEDURE

Students sign in to HOTEL at vb.KnowledgeMatters.com.
Students complete the reading assignment (optional).
 Students take the reading quiz (optional).
 Students take the math quiz (optional).
 Students click Run SIM and follow the lesson instructions.
Student progress and grades may be tracked from the Instructor page.
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Lesson: Operations: Restaurant & Culinary

DESCRIPTION

In this lesson, students discover the organizational structure of a restaurant and its connection to the hotel industry. They learn the dynamics of different managers, chefs, and front- and back-of-the-house employees. While examining menu planning, they review various strategies for altering the menu with food supplementation and pricing to increase sales. Students understand the importance of using effective marketing strategies to maintain a steady flow of guests. Additionally, they examine the financial aspect of profit and loss and how to preserve a successful restaurant.

LEARNING OBJECTIVES

  • Explain the role of restaurants within the overall hotel experience.
  • Discuss the types of food and beverage offerings that different hotels provide.
  • Differentiate the responsibilities of the executive chef, sous chef, managers, and staff.
  • Understand the dynamics of menu planning and pricing.
  • Incorporate marketing strategies to attract guests to the restaurant.
  • Analyze the financial results and impact of profit and loss.
  • Comprehend the importance of health and safety with F&B.

TIME

Reading: 20 minutes (optional)
 Reading Quiz: 10 minutes (optional)
 Math Quiz: 30 minutes (optional)
 Simulation Exercise: 40 minutes

PROCEDURE

Students sign in to HOTEL at vb.KnowledgeMatters.com.
Students complete the reading assignment (optional).
 Students take the reading quiz (optional).
 Students take the math quiz (optional).
 Students click Run SIM and follow the lesson instructions.
Student progress and grades may be tracked from the Instructor page.
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Lesson: Operations: Banquets & Meetings

DESCRIPTION

In this lesson, students review essential hotel banquet and meeting room operations . They examine the various types of spaces available to guests and what each provides. With a full scope of the managerial structure, they learn the collaboration necessary to run banquets efficiently. Students practice the adequate staffing of banquets and the appropriate setup and takedown procedures for each type of group booking. They comprehend the lucrativeness of providing rental spaces and how essential customer service is to retaining and maintaining business.

LEARNING OBJECTIVES

  • Understand the importance of hotel banquets and meeting rooms.
  • Observe how managers work together to run banquet operations.
  • Practice adequate staffing for banquets and meetings.
  • Comprehend the financial benefit of hosting banquets.
  • Provide excellent customer service to meeting and banquet guests.

TIME

Reading: 20 minutes (optional)
 Reading Quiz: 10 minutes (optional)
 Math Quiz: 30 minutes (optional)
 Simulation Exercise: 30 minutes

PROCEDURE

Students sign in to HOTEL at vb.KnowledgeMatters.com.
Students complete the reading assignment (optional).
 Students take the reading quiz (optional).
 Students take the math quiz (optional).
 Students click Run SIM and follow the lesson instructions.
Student progress and grades may be tracked from the Instructor page.
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Lesson: Operations: Housekeeping

DESCRIPTION

In this lesson, students review every aspect of housekeeping operations. They review the importance of following standard operating procedures as well as CDC and OSHA guidelines for guest and employee safety. They calculate the staff workload based on the occupancy, arrivals, departures, and type of cleaning needed. Students examine aspects of the cleaning process and quality assurance necessary to meet company and brand standards.

LEARNING OBJECTIVES

  • Explain the importance of housekeeping in relation to guest satisfaction.
  • Recognize the differences among room attendants, housepersons, and inspectors.
  • Comprehend the need for intensive training for employees.
  • Plan housekeeping staffing to make sure the rooms are ready for incoming guests.

TIME

Reading: 20 minutes (optional)
 Reading Quiz: 10 minutes (optional)
 Math Quiz: 30 minutes (optional)
 Simulation Exercise: 40 minutes

PROCEDURE

Students sign in to HOTEL at vb.KnowledgeMatters.com.
Students complete the reading assignment (optional).
 Students take the reading quiz (optional).
 Students take the math quiz (optional).
 Students click Run SIM and follow the lesson instructions.
Student progress and grades may be tracked from the Instructor page.
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Lesson: Financial Reports

DESCRIPTION

In this lesson, students assume the role of a new hotel owner who is learning about the financial aspect of the hotel. They review how reports illustrate the success or failure of the hotel from a monetary viewpoint. They learn the key players within the management structure and the finance department. Students review several financial reports to understand their meaning and significance to hotel operations. They also look at metrics for other departments, such as food and beverage. Students then explore a monthly income report and learn about departmental revenue, expenses, and profit. Finally, they grasp how various revenues and costs affect a hotel’s gross operating profit.

LEARNING OBJECTIVES

  • Describe the financial responsibilities of the owner, GM, controller, and finance team.
  • Summarize essential elements of selected financial statements and how they relate to each hotel.
  • Understand the difference between monthly, yearly, and departmental budgets.
  • Practice using financial reports to decrease expenses and increase revenues of a hotel.

TIME

Reading: 20 minutes (optional)
 Reading Quiz: 10 minutes (optional)
 Math Quiz: 30 minutes (optional)
 Simulation Exercise: 30 minutes

PROCEDURE

Students sign in to HOTEL at vb.KnowledgeMatters.com.
Students complete the reading assignment (optional).
 Students take the reading quiz (optional).
 Students take the math quiz (optional).
 Students click Run SIM and follow the lesson instructions.
Student progress and grades may be tracked from the Instructor page.
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Lesson: Monitoring Competitors

DESCRIPTION

In this lesson, students review industry-standard reports used to compare hotel performance within a given market. Students learn how STR reports, Porter’s Five Forces, SWOT analysis, and KPI data provide information on the health of a hotel compared to that of its direct competitors. They learn to determine whether their hotel is better or worse than industry averages. Students look at crucial industry measures such as occupancy, ADR, and RevPAR on the STR report to see the differences among competitors. Students discover how competitors compare to their hotel and various ways to use the information to increase profit. They grasp the essential tools to maintain a high standard within the hotel industry and how to attract the target market to choose their hotel over others.

LEARNING OBJECTIVES

  • Understand the importance of competitive analysis within the hospitality industry.
  • Define competitors and the competitive set of hotels on the same level.
  • Examine the STR report and analyze occupancy, ADR, and RevPAR.
  • Learn how Porter’s Five Forces, SWOT analysis, and KPI can be used to compare hotel performance and determine strengths and weaknesses of the hotel compared to its competitors.
  • Understand how to use the data to improve their competitive positioning.

TIME

Reading: 20 minutes (optional)
 Reading Quiz: 10 minutes (optional)
 Math Quiz: 30 minutes (optional)
 Simulation Exercise: 30 minutes

PROCEDURE

Students sign in to HOTEL at vb.KnowledgeMatters.com.
Students complete the reading assignment (optional).
 Students take the reading quiz (optional).
 Students take the math quiz (optional).
 Students click Run SIM and follow the lesson instructions.
Student progress and grades may be tracked from the Instructor page.
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Lesson: Extra Credit: Hotel Mega Mogul

DESCRIPTION

This extra-credit project extends the concepts from the Hotel Mogul project. Students manage a much larger hotel, with 500 rooms. This is two and a half times the size of the hotel in the Hotel Mogul project. They learn what additional marketing, sales, and staffing are needed to run a major hotel. Because this is an extra-credit project, there is no specific goal given. Students are free to run their hotel for as long as they like.

LEARNING OBJECTIVES

  • Understand how functions must scale in a larger hotel
  • Deal with the complexity of a larger hotel
  • Understand from financial reports how expenses scale with size
  • Operate a hotel over long periods of time (seasons)

TIME

Simulation Exercise: 360 minutes

PROCEDURE

Students sign in to HOTEL at vb.KnowledgeMatters.com.
Students click Run SIM and follow the lesson instructions.
Student progress and grades may be tracked from the Instructor page.
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Lesson: Hotel Mogul - Unique City Per Class

DESCRIPTION

In this capstone project, students take on the role of hotel general manager for a newly opened hotel. They must set room rates for multiple room types, plan a marketing program, staff their front desk, set key policies, sell banquets and meetings, staff to successfully execute banquets and meetings, plan housekeeping based on number of guests, create and price a dinner menu for the hotel restaurant, and more. Students are challenged to achieve a specific goal on their “balanced scorecard.” The balanced scorecard combines profitability versus budget with customer satisfaction and employee satisfaction. After meeting the goal, the student’s grade is finalized, but they can return to the sim and continue to manage their hotel.

LEARNING OBJECTIVES

  • Explain the key roles/functions in operating a hotel
  • Plan and execute marketing programs to draw customers to a hotel
  • Set room rates to maximize hotel revenue
  • Manage expenses to achieve satisfied customers while staying within a budget
  • Read financial statements as part of management decision-making
  • Respond to customer feedback through social media
  • Maintain satisfied employees
  • Meet balanced performance goals

TIME

Simulation Exercise: 240 minutes

PROCEDURE

Students sign in to HOTEL at vb.KnowledgeMatters.com.
Students click Run SIM and follow the lesson instructions.
Student progress and grades may be tracked from the Instructor page.
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